We use the Coles Online service for in-office groceries: biscuits, candy, breakfast bars, milk, bread and the other treats to keep the team nourished through the day. The Coles Online service shows that big businesses can get customer service right. They deliver on time and always include some samples for us to try. This over-delivering is unexpected from a company their size.

When we talk about the Coles service internally, it is the consistency that we like the most. We take it on board as a reminder in terms of our own customer service. Consistency is a challenge to maintain. It requires good back office systems and a team passionate about excellent service delivery.